Damaged or Faulty Stock:
On rare occasions, items do become "damaged" as part of the manufacturing or transporting of the goods to you. A credit or replacement for a faulty product is conditional on the following:
- You must notify us of a Faulty or Damaged product within 48 hours of receiving your order.
- You must keep evidence of the faulty product and the carton in which it was shipped until we advise on your requested credit or exchange. We will require a photo or video of the product and package for insurance purposes to prove the issue. If the photo or video is insufficient, we may request additional photos or videos. If you dispose of the item before we approve (or reject) the claim, we reserve the right to reject your claim.
- We will not provide a credit or replace a product that has been misused, mishandled, or incorrectly installed or serviced. It is the responsibility of the customer to ensure that all instructions and advice or warnings given by the manufacturer, supplier, or us are followed.
- The limit of the compensation for a faulty product will be the replacement or credit of that faulty product once it has been returned to us.
- We reserve the right to inspect and test a product to determine if it is in our opinion faulty or damaged. It is at our discretion that we determine if an item is damaged or faulty.
- The delivery time for a replacement product starts from when we confirm that we will replace your product and will then follow normal shipping times, the same as if the product was being dispatched as a normal order. See shipping times for details however they may vary if we need to source the product for you in which case, we will notify you of delays.
To organise a credit or replacement please contact us by phone or email with the following
- Order number or receipt number
- Date of order
- A photo of the item/s with the issue if it is damaged or faulty
- Description of issue
We will generally be in touch within 24 hours to provide further assistance and the outcome of our investigation.
- If your return is approved, we will ask you if you would like a credit or replacement (at your discretion) generally by the next business day. If a replacement or credit is requested, it will generally be processed within 7 days and if a replacement is requested and we have the replacement in stock, it will be dispatched per our shipping procedure.
Change of Mind:
We understand sometimes an item is not quite what you were looking for. If an item is approved to be in a re-saleable condition, a credit will be added to your account less a 20% restocking fee.
- Change of mind or overstocking returns are currently unavailable on latex.
- Special ordered and discontinued items cannot be returned.